Head of Business Transformation in Omaha at PayPal

Date Posted: 9/24/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Omaha
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/24/2018
  • Job ID:
    R0033348

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 244 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 237 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

PayPal Global Customer Services is seeking a Head of Business Transformation. Transformational leadership is a style of leadership where a leader works with subordinates to identify needed change, create a vision to guide the change through inspiration, and execute the change in tandem with committed members of a group. Living by the mantra is our goal: our customer’s success is our success.

The Head of Business Transformation will have proven experience leading the evolution and maturity of global customer experience programs.  Expertise in industry customer best practices and key metrics such as NPS, Customer Effort, Customer Value, Revenue and Churn Rate are critical to building the strategy in this role.  This person will drive the change management efforts of moving PayPal from a reactive to a proactive customer care environment.   This person will also be responsible for setting financial goals around the value the service experience brings to the business; building programs that continue to drive the business and customer experience strategy forward.


The Head of Business Transformation will work closely with the VP of Global Customer Services to build a culture that elevates the customer experience and the voice of the customer throughout the entire organization.  This role will operate with minimal direct resources, so success will be based on the leader’s ability to influence and drive strong collaboration to gain business decisions with key leaders.  


The Head of Business Transformation will understand highly complex projects that support global strategic initiatives currently being led across the organization.  This individual will work with the various leaders and sponsors of these programs to build a vision for how the various strategies fit together to drive transformation.  This leader will work across the global teams and drive understanding, prioritization and end-to-end execution.


This individual will be a proven leader that motivates and collaborates with others. This person is a strong advocate who pursues a customer-centric cultural and organizational change in an innovative way. This person will communicate effectively as a leader, trainer, coach and mentor all while communicating with cross-functional employees at all levels of the organization and must be able to speak the language of front-line workers, as well as C-Level executives.


This person will have:



•       Exceptional change management experience in an operational environment


•       Experience in a high-growth, fast-paced organization 


•       Led innovative process improvement strategy and execution


•       Delivered large-scale customer experience and/or customer centric initiatives


•       Long-term vision to map out ideal user experience, telling the story to all levels


•       Strategically prioritized future investments related to key initiatives


•       Built a culture of customer centricity at all levels within a global organization


Qualifications include:



•       Fifteen (15+) years of business experience in Customer Experience, Marketing, Customer Care or other related area


•       Led business transformation, re-engineering efforts, and/or continuous improvement and productivity efforts


•       Strong orientation to data and metrics


•       Knowledge or experience in human centered design principles and methodology 


•       Proven people leadership and group team management


•       Collaborative working style amongst diverse functions, regions and cultures


•       Ability to thrive with an ambiguous environment


•       Innovative problem-solving skills


•       Travel required


Education Requirement


•       Bachelor’s degree; MS/MBA degree or equivalent preferred


Location:

Omaha, NE

Scottsdale, AZ

Austin, TX

San Jose, CA

New York, NY


We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

R0033348

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